Paul Day Email & Phone Number

Significant programme of global digital business change for one of the 'big four', implementing enhanced User Experience initiative, transformation, including RPA, AI and intelligent automation Complex global TOM supporting:- 220 countries - 390,000 end users- Multiple Tier 1 service providers- SIAM

The Pensions Regulator (TPR) is the government/public body that protects workplace pensions in the UK- Directed the insourcing of full BPO IT core services, including scoping, requirements gathering, designing full best practice operational model, transition planning, resourcing/capability modelling, defining service readiness/introduction criteria and.

London, United Kingdom

Leading housing and social care provider, owning and managing 66,000+ homes across London and the southo Created and implemented ITIL V3 service management framework, leading to improved customer satisfaction (68% to 92%) whilst lowering operational cost (15%) and improved KPIs/SLAs performanceo Managed full E2E IT service transition from MSP to insourcing.

Crawley/Liverpool

IT infrastructure and public sector pension administration platform support for the Civil Service Pension scheme and government security agencies with over 1.5 million members and 340 public sector employerso Pioneered and optimised service delivery, improving CSAT, promoting operational excellence through account management, revenue growth, value.

Crawley

o Exceeded 100% of revenue goals in 2012-2014o Built excellent client and supply chain relationships and generated new revenue opportunities (£1M+)o Optimised all commercial aspects including P&L, budgeting, MI, forecasting and invoicing, including automation of 10 key complex dashboard reports

o Recruited directly by CIO to drive IT stability, restructure staffing and support model frameworks, and improve internal business relationso Responsible for the overall IT service provision delivered to the business and its 1500 employee’so Managing the IT Service Desk, desktop and infrastructure technical support teams (60 FTE)o Design and.

Lead Solution Architect - Assignment based roles:Marks & Spencer - Principal Consultant o Lead Architect for all aspects of M&S Point of Sale (PoS) Managed Service solution design o Designed PoS support service model and logistics model (PoS replacement) to over 500 nationwide stores o Focused on proactive, preventative maintenance, driving down incident.

o Fully responsible for the provision of managed service contracts for both internal and external clientso Implementation of service delivery and end-to-end service support processes framework and integration into business model o Responsible for the client negotiation and development of Service Level Agreements, internal Operational Level Agreements and.

o Solely responsible for successful design, implementation and operational management of the Thales Group UK Technical Service Desk (65000 seats), including original specifications, infrastructure, office space, staffing levels, training and implementing end-to-end operational processes to ensure an ITIL aligned service support environmento Transitioned a.

Crawley

o Designed, built and delivered complete Service Desk solution, including full process framework, telephony platform and team recruitment. Managing 13 Support Analysts (L1, L2 and L3) supporting 1500 userso Enhancing services and department image through to the business via users’ group and presentations